```

[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[S. 5077 Introduced in Senate (IS)]

<DOC>

118th CONGRESS
  2d Session
                                S. 5077

     To amend chapter 3 of title 5, United States Code, to improve 
Government service delivery, and build related capacity for the Federal 
                  Government, and for other purposes.

_______________________________________________________________________

                   IN THE SENATE OF THE UNITED STATES

                           September 18, 2024

  Ms. Hassan (for herself and Mr. Marshall) introduced the following 
 bill; which was read twice and referred to the Committee on Homeland 
                   Security and Governmental Affairs

_______________________________________________________________________

                                 A BILL

 
     To amend chapter 3 of title 5, United States Code, to improve 
Government service delivery, and build related capacity for the Federal 
                  Government, and for other purposes.

    Be it enacted by the Senate and House of Representatives of the 
United States of America in Congress assembled,

SECTION 1. SHORT TITLE.

    This Act may be cited as the ``Government Service Delivery 
Improvement Act''.

SEC. 2. FEDERAL GOVERNMENT SERVICE DELIVERY.

    (a) Amendment.--Chapter 3 of title 5, United States Code, is 
amended by adding at the end the following:

         ``SUBCHAPTER III--FEDERAL GOVERNMENT SERVICE DELIVERY

``Sec. 321. Definitions
    ``In this subchapter:
            ``(1) Agency.--The term `agency' has the meaning given that 
        term in section 3502 of title 44.
            ``(2) Director.--The term `Director' means the Director of 
        the Office of Management and Budget.
            ``(3) Government service delivery.--The term `Government 
        service delivery' means any action by an agency related to 
        providing a benefit or service to an individual, business, or 
        organization (such as a grantee or State, local, or Tribal 
        entity), including any such action of a contractor or nonprofit 
        organization acting on behalf of the agency or administering a 
        federally funded program.
            ``(4) Government service delivery channel.--The term 
        `Government service delivery channel' means the format or 
        medium of an interaction or transaction with the Federal 
        Government, including in-person, through the mail, through a 
        digital service, by telephone, through a contact center, on a 
        website, through outreach and communication, and through 
        collaboration with a third party, or through other ways in 
        which an individual or entity significantly interacts with the 
        Federal Government.
            ``(5) High impact service provider.--The term `high impact 
        service provider' means an agency program identified by the 
        Director due to the scale and impact of the public-facing 
        services of the program.
``Sec. 322. Federal Government service delivery
    ``(a) Federal Government Service Delivery Lead.--The Director shall 
designate or appoint a senior official as the Federal Government 
Service Delivery Lead within the Office of Management and Budget whose 
responsibility is to coordinate governmentwide efforts to improve 
Government service delivery by agencies. The individual shall have the 
following duties and authorities:
            ``(1) Facilitate and coordinate governmentwide efforts to 
        improve Government service delivery provided by agencies, 
        particularly with respect to high impact service providers.
            ``(2) Carry out the duties and powers prescribed by the 
        Director.
            ``(3) Serve as the lead, governmentwide official 
        responsible for supporting Government service delivery.
            ``(4) Advise the Director concerning the improvement of 
        Government service delivery provided by agencies.
            ``(5) In consultation with each lead agency service 
        delivery official and any other agency stakeholder as 
        appropriate, develop and oversee the implementation of 
        governmentwide Government service delivery standards, policies, 
        and guidelines for services and programs provided by agencies, 
        including standards, policies, and guidelines to--
                    ``(A) understand the needs of an individual, 
                business, or organization interacting with an agency;
                    ``(B) solicit and consider voluntary feedback on 
                the Government service delivery by the agency;
                    ``(C) assess Government service delivery processes;
                    ``(D) consider the factors of ease, efficiency, 
                transparency, accessibility, fairness, burden (as 
                defined in section 3502 of title 44), and duration, 
                including wait and processing times, with respect to 
                Government service delivery; and
                    ``(E) encourage the adoption of commercial products 
                and services in accordance with section 3307 of title 
                41.
            ``(6) Collect and report qualitative and quantitative 
        information or data on Government service delivery through 
        existing reporting mechanisms.
            ``(7) Evaluate the quality of Government service delivery, 
        including through the establishment of performance metrics 
        developed using the standards, policies, and guidelines 
        developed pursuant to paragraph (5) and the information or data 
        collected and reported pursuant to paragraph (6).
            ``(8) Engage with stakeholders to identify leading 
        practices in service design and delivery that would improve 
        Government service delivery across and within agencies.
            ``(9) Ensure agency service delivery initiatives, including 
        those related to the 21st Century Integrated Digital Experience 
        Act (15 U.S.C. 3501 note; Public Law 115-336), are identified 
        in agency congressional budget justifications.
            ``(10) Coordinate with Office of Management and Budget 
        stakeholders and other agency stakeholders on Government 
        service delivery.
            ``(11) In collaboration with relevant agency officials as 
        appropriate, and in coordination with relevant Office of 
        Management and Budget stakeholders, ensure that websites of 
        agencies, including those associated with high impact service 
        providers, are consistent with the objectives of this 
        subchapter, the 21st Century Integrated Digital Experience Act, 
        and any other applicable law.
``Sec. 323. Lead agency officials for Government service delivery
    ``(a) Responsibility for Government Service Delivery.--The head of 
each agency shall be responsible for the Government service delivery of 
the agency which shall, at a minimum, include improving and enhancing 
Government services to better achieve the mission of the agency and 
build and maintain trust, transparency, and accountability.
    ``(b) Lead Agency Service Delivery Officials.--Not later than one 
year after the date of the enactment of this subchapter, the head of 
each agency shall designate or appoint a senior official of the agency 
(who may be the deputy head of the agency) to implement this subchapter 
who shall have the following duties and authorities:
            ``(1) Report directly to the head or deputy head of the 
        agency.
            ``(2) Possess sufficient operational authority to 
        effectuate implementation of Government service delivery 
        improvements within the agency, particularly with respect to 
        high impact service providers.
            ``(3) Coordinate and execute, as appropriate, under the 
        direction of the head of the agency, and in collaboration with 
        relevant agency officials as appropriate, efforts to improve 
        and enhance the Government service delivery and Government 
        service delivery channels of the agency.
            ``(4) At the direction of the Federal Government Service 
        Delivery Lead, submit an implementation plan for improving 
        agency Government service delivery.
            ``(5) Coordinate the collection and reporting of the data 
        and information required pursuant to section 322 and use such 
        data and information to improve Government service delivery.
            ``(6) Facilitate collaboration among and between offices, 
        and components within the agency and with other agencies as 
        appropriate, in coordination with the Federal Government 
        Service Delivery Lead, to improve and enhance Government 
        service delivery.
            ``(7) Assist with the implementation by the agency of the 
        21st Century Integrated Digital Experience Act (15 U.S.C. 3501 
        note; Public Law 115-336).
            ``(8) Assist in the incorporation of the Government service 
        delivery requirements established under this subchapter in 
        agency plans (such as strategic plans or annual performance 
        plans).
``Sec. 324. Rule of construction
    ``Nothing in this subchapter may be construed to diminish or reduce 
the authority of agency Chief Information Officers for information 
resources management provided in section 11315 of title 40 or those 
authorities to manage information resources to accomplish agency 
missions as established in section 3502 of title 44.''.
    (b) Clerical Amendment.--The table of sections for chapter 3 of 
title 5, United States Code, is amended by adding at the end the 
following:

          ``subchapter iii--federal government service delivery

``321. Definitions.
``322. Federal Government service delivery.
``323. Lead agency officials for Government service delivery.
``324. Rule of construction''.
    (c) GAO Report.--Not later than 2 years after the date of the 
enactment of this Act, the Comptroller General of the United States 
shall submit to the relevant congressional committees a report that 
includes the following:
            (1) An assessment of the implementation and effectiveness 
        of subchapter III of chapter 3 of title 5, United States Code, 
        as added by subsection (a).
            (2) Specific recommendations to further the implementation 
        and effectiveness of such subchapter.
    (d) Agency Report.--Not later than 1 year after the date of the 
enactment of this Act, the Director of the Office of Management and 
Budget, in coordination with the Federal Government Service Delivery 
Lead, shall submit to the relevant congressional committees a report 
that includes the following:
            (1) An assessment on the implementation and effectiveness 
        of subchapter III of chapter 3 of title 5, United States Code, 
        as added by subsection (a).
            (2) Specific recommendations to further the implementation 
        and effectiveness of such subchapter.
            (3) A summary and assessment of the usefulness of the 
        metrics such subchapter requires the Federal Government Service 
        Delivery Lead to establish and report for the purpose of 
        assessing the quality of Government service delivery provided 
        by agencies, including metrics to assess the efforts of high 
        impact service providers in improving services.
    (e) No New Funds Authorized.--No new funds are authorized to be 
appropriated by this Act or any amendment made by this Act and the head 
of each agency shall comply with this Act and any amendment made by 
this Act using existing funds.
    (f) Definitions.--In this section:
            (1) Agency.--The term ``agency'' means each agency listed 
        in section 3502 of title 44, United States Code.
            (2) Government service delivery; high impact service 
        provider.--The terms ``Government service delivery'' and ``high 
        impact service provider'' have the meaning given those terms in 
        section 321 of title 5, United States Code, as added by 
        subsection (a).
            (3) Relevant congressional committees.--The term ``relevant 
        congressional committees'' means the Committee on Oversight and 
        Accountability of the House of Representatives and the 
        Committee on Homeland Security and Governmental Affairs of the 
        Senate.
                                 <all>
```